Technical Support Technician - Santa Ana, Costa Rica Would you like to be part of Western Union as member of Service Operations team in EnterpriseTechnology Operations Center?
Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive Then, it's time to join Western Union as a Technical Support Technician.
Western Union powers your pursuit.
This role is providing Level 1 Technical Support of Western Union Point of Sale and Settlement applications for Western Union Agents, Partners and Employees.
It also acts as a contact and coordination point for Partners, Vendors and IT teams.
The responsibility of this role is to solve as many issues as possible, and escalate the remaining issues to L2 support.When joining Western Union as part of this team you will be the point of contact for any Western Union technology outage and any money transfer issue, so it requires people to know a big variety of systems, subsystems and regional agent specifics with very limited documentation available.
This role is constantly dealing with ambiguous issues, and need to find the best path to escalate issues when there are no documented procedures or clear escalation pathsRole Responsibilities:Communication with customers: email and phone communication with Western Union AgentsPartners and employees to collect data for investigation, inform about investigation progressArrange remote support sessions, provide resolution and guidanceReviewing the configuration and logs in a couple of systemsProviding guidance or solution to the customerInstall and configure applicationsTroubleshoot and solve application issues by reviewing application and local system, configurations and adjusting them, reinstalling the application, installing support patches and fixes.
Communication with 3rd level teams (Vendors and internal teams): Issue escalation, coordination of troubleshooting efforts via email or in a bridge call, control and validation of fixesRole Requirements: Customer-oriented approach.Proficiency in English B2+Good troubleshooting skills.Day Shift, it could be from 7 am to 4 pm or 8 am to 5 pm.
Rotating Schedule (includes working on weekends on a rotating basis).Good understanding of computer systems, mobile devices, and other tech products.Strong analytical, problem-solving and attention to details skills.Verbal and written communication skills.Hybrid Modality: 3 days at the office (non- negotiable) .
BenefitsYou will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few( ).
Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.Your Costa Rica- specific benefits include:Asociación SolidaristaIn house company doctor servicesTransportation services optionsReferral Program awardEmployee Resource Groups (ERG) and committees to volunteer withPan American Medical and Life insuranceCafeteria Discounts Western Union values in-person collaboration, learning, and ideation whenever possible.
We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals.
By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.Our Hybrid Work Model categorizes each role into one of three categories.
Western Union has determined the category of this role to be Hybrid.
This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location.
The expectation is to work from the office a minimum of three days a week.